How Delta is doubling down on in-flight connectivity
To keep pace with evolving customer interests, Delta Air Lines is expanding connectivity at an unprecedented scale. Already available on most domestic mainline flights—more than 620 aircraft—Delta’s free Wi-Fi rollout is off to a strong start. In the past year alone, customers logged more than 32 million streaming-quality sessions using this one-of-a-kind internet option, which delivers high-speed streaming and allows travelers to explore and discover new content, entertainment, and more.
Providing streaming-capable connectivity allows Delta to elevate its customers’ journeys. Teams have designed two entertainment products as part of the onboard Wi-Fi experience that complement each other throughout the duration of a flight.
The first, Delta Sync Wi-Fi presented by T-Mobile, is available on personal devices and is accessible at no cost through a Wi-Fi login page with a free SkyMiles membership. In addition to high-quality connectivity, members can get immediate access to exclusive content and offers from hand-picked brands, chosen based on what Delta’s customers want to do onboard: watch the latest box-office hits, engage in brain-stimulating activities and games, stay connected with loved ones, and be productive with work and other commitments.
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The second product, Delta Sync seatback, is an update to the airline’s seatback screens, designed to feel more like the smart TVs customers use at home—greeting customers by name; updating them on their ETAs, connection gates, and bag status; unlocking features common on popular streaming services; and providing a library of more than 1,000 hours of movies, TV series, and Spotify-curated playlists. It is rolling out to select aircraft now and features best-in-class content, technology that remembers where a customer left off on a movie, a list of favorite movies and series, and more.
“We see the aircraft as a powerful digital platform for personalized customer engagement, immersion, and discovery,” says Ranjan Goswami, senior vice president of customer experience design at Delta Air Lines. “That’s why we keep a close pulse on customer needs and expectations.”
Behind the scenes, Delta is focused on learning how customers want to engage with the platform in order to make adjustments in real time, further improving the experience.
“We have seen that, much like in their family rooms, many people are enjoying multiple screens at the same time while flying—watching content on the seatback screen while doing work on their laptops and texting their families and friends on their cell phones,” says Goswami. “The curation features on Delta Sync were built with this multitasking customer in mind.”
Plataforma Informativa de Aviación Comercial líder en América Latina.